Director, Operator Contact Center

About Grocery Outlet :

• Our Mission : Touching lives for the better
• Our Vision : Touching lives by being the first choice for bargain-minded consumers in the
• Our Values & Behaviors : Achievement, Diversity, Entrepreneurship, Family, Fun, Integrity & Service

About the Team :

The Grocery Outlet Store Support team is here to enable our Independent Operators and Aspiring Operators in Training (AOTs) to be successful Operators.

We do this by providing world-class Project Management, Training, Communication, and Support services so our Independent Operators can focus on what matters : their families, business, customers, and communities.

We build strong relationships with our Operators by being transparent and collaborative in all that we do and by looking for ways to improve the operator experience continuously.

About the Role :

In this newly created position, you will be entrusted to take complete ownership of the end-to-end contact center for our network of Independent Operators.

Working closely with different departments, especially Purchasing, Finance, and Business Technology, the successful candidate will evaluate and revamp existing processes and systems to improve support for our Independent Operators.

This includes knowledge management and quality assurance programs. Central to this role is the understanding of call center operations and the ability to leverage technology and process to streamline support delivery and improve customer satisfaction.

This role reports to the Sr. Director - Operator Support.

Responsibilities Include :

• Lead and manage the daily operations of the contact center, ensuring smooth and efficient service delivery to operators.
• Develop and implement contact center strategies, policies, and procedures to improve operational performance, enhance operator experience, and meet or exceed service level agreements (SLAs).
• Oversee the recruitment, training, and development of contact center staff, ensuring they have the necessary skills and knowledge to provide exceptional customer service.
• Monitor and analyze contact center performance metrics and key performance indicators (KPIs), identifying areas for improvement and implementing strategies to enhance operational efficiency and productivity.
• Collaborate with cross-functional teams, including purchasing, marketing, business technology, and operations, to align contact center activities with business objectives and support the overall operator journey.
• Foster a positive and operator-centric culture within the contact center, promoting teamwork, motivation, and continuous improvement.
• Implement and maintain quality assurance and knowledge management programs to ensure consistent and high-quality service delivery.
• Stay updated on industry trends, technologies, and best practices related to contact center operations, incorporating relevant advancements into the organization's practices and processes.
• Prepare and present reports, performance metrics, and insights to senior management, highlighting achievements, challenges, and recommendations for improvement.

About The Pay :

• Base Salary Range : $130,000 - $160,000 Annually
• Annual Bonus Program
• Equity
• 401(k) Profit Sharing
• Medical, Dental, Vision & More!
• Final compensation will be determined based upon experience and skills and may vary based on location.

About You :

• 7+ years of progressively responsible experience in call center operations, customer service, quality assurance or related fields.
• 5+ years in a leadership role developing others through active coaching and actionable feedback.
• Proficiency in using and managing call center software and technology, such as CRM systems, call routing software, workforce management tools, and reporting systems.
• Understanding of basic IT infrastructure and its relevance to call center operations.
• Ability to analyze call center metrics and data to make informed decisions and improve performance.
• Strong entrepreneurial mindset with a track record of driving innovation and process improvements.
• Skills in managing projects, implementing new processes, and overseeing changes within the call center.
• Strong communication skills, including listening effectively and presenting effectively to varied audiences.
• Ability to develop and execute strategies aligned with the organization's goals.
• The ideal candidate should be a lifelong learner committed to continuous self-improvement. They should exhibit excellent leadership through humility and accountability, with a particular talent for influencing leadership and business partners.

Additionally, they should be adept at designing Customer Service programs that uphold the brand promise and resonate throughout the organization.